As a Complaints Handler, you will work within a fast-paced environment and will be responsible for the handling of a large number of customer related complaints, ensuring that all complaints are administered, investigated and resolved in accordance with regulatory standards and company KPI’s.  

Your responsibilities will involve:

• Overseeing the team mailboxes to monitor and action all customer complaints in a timely manner
• Creating and maintaining accurate records to ensure all elements of the complaint are recorded within the relevant company databases, providing a clear audit trail
• Investigating, resolving and responding to complaints in accordance with company policies and procedure and regulatory guidelines.  
• Ensuring all complaints are actioned within set KPI’s and regulatory timescales
• Carrying out a thorough, fair and impartial investigation to identify the root cause of complaint
• Identifying process improvements to improve efficiency and compliance
• Supporting the business to improve the overall customer journey
• Dealing with incoming emails and telephone calls from customers, the FOS and colleagues across the group
• Liaising with other teams and departments as necessary

Requirements

• Excellent telephone manner and communication skills, both written and verbal
• Able to work under pressure and to meet deadlines
• A positive, can-do attitude

Additional 

• Prior experience in a complaints handling role is preferred but not essential